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Difficulties encountered in 2024 with

implementing certain recommendations

linked to the crisis

The discussions held throughout 2023 between the Ombudsman,

the ENGIE Group’s Divisions and consumer associations, helped identify

areas for improvement for the company.

Overview

2023

Consumer energy

suppliers

— CONTRACT —

Keep the tarif f study conducted

when the customer moves house

to demonstrate the quality of

professional advice and justify the

amount of the estimated monthly

payment.

Consumer energy

suppliers

CONTRACT

Align the payment schedule for

monthly instalments with

contractual periods rather than the

timing of adjustment invoices

In particular send the new payment

schedule for the new instalments

at the time of contract renewal

Consumer energy

suppliers

— CONTRACT —

Get rid of renewal letters that do not

clearly indicate that prices will

signif icantly increase to encourage

the consumer to compare their new

rate with the old one, so they can

make an informed choice. Indicate

both the old price and the new price

on the contract renewal letter.

Consumer energy

suppliers

CONTRACT

Indicate the kWh prices in cents

rather than euros in contractual

documents

DGP-CEE

— ENERGY SAVINGS BONUS —

Do not exceed the amounts imposed

by the framework of regulatory

requirements in the payment of

“Energy Savings Bonuses” and

ensure compliance with the

French Consumer Code.

Consumer Division

(DGP)

— BILLING AND PAYMENT —

Accompany consumption

adjustments during the billing cycle

with detailed information and

explain complex accounting

operations.

Consumer energy

suppliers

— MEDIATION PROCESS —

Improve the complaints handling

process for energy suppliers to

prevent the Mediation service from

gradually becoming a complaints

handling department.

ENGIE Home Services

EHS

MEDIATION PROCESS

Agree to implement a

Method Agreement mediation

solution that outlines the parties

future responsibilities

A review of the implementation of the eight recommendations made by the Con-

sumer Ombudsman for the ENGIE Group in 2023 has shown mixed results: some

of these recommendations involve major changes to IT systems, which has led to

additional delays. All the Divisions involved have stated their intention to fol-

low these recommendations. The implementation of some of these measures has

been delayed due to the crisis (for more details, see p. 28 to 32).

62%

Recommendations made

in 2023 currently being

implemented

38%

Recommendations made in

2023 already implemented

Proposing

recommendations

27

Report by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE Group
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